System for separating and distributing pharmacy order processing

ABSTRACT

An information system and method that provides the ability to reroute portions of prescription order work between a plurality of organizational units in order to leverage capacity, expertise, or other resources to increase network efficiency.

FIELD OF THE INVENTION

The present invention generally relates to a process for managingprescription order workflow in a pharmacy network.

BACKGROUND

Prescription drug orders have traditionally been processed by a singleretail store, even when the retail store belongs to a larger network ofaffiliated stores. Differences in the number and types of transactionsprocessed by resources at individual stores within a network may resultin a system wide inefficiency. This is particularly true where a singleretail store performs all of the processing steps for each receivedprescription. Currently, there is no way for a pharmacy network tobenefit by more efficiently using its network resources to sub-dividework into portions that are processed by different organizational units.

SUMMARY OF THE INVENTION

The method and system enables a product work order to be divided intoportions that may be distributed and processed by a plurality oforganizational units within a pharmacy network.

Original order data, which may take the form of an unprocessed,scanned-in prescription image, is entered into a network computer andassociated with a task object. Processed information relating to aprescription order is captured by the task object. The task object maybe passed between various organizational units in order to distributeprocessing of tasks and functions associated with the prescriptionorder.

Each organizational unit may contain a queue. A workflow may define asequence of queues. To complete the distributed processing of theprescription order, the task object may be passed along the queues,where each queue corresponds to a portion of work in processing aprescription order. The original order data object may be referenced inthe task object or passed along with the task object.

This system enables flexible pharmacy organization planning and allowsfor implementation of different workflows for different types of workorders. While the specific method and system will be described to applyto a pharmacy retail network embodiment, it is emphasized that thisprocess may be applied to other retail network systems that requireoriginal order data to be referenced during the processing of a workorder. Other network systems may include those for various technicalproducts, legal document processing, and/or forensic processing.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGS. 1-3 illustrate block diagrams of a computing system that mayoperate in accordance with the described embodiments;

FIG. 4 illustrates a traditional pharmacy workflow;

FIG. 5 illustrates a data composition diagram for pharmacy informationprocessing;

FIG. 6 illustrates a possible workflow division;

FIG. 7 illustrates a system for routing information processing workbetween pharmacy resources;

FIG. 8 illustrates a possible routing process for remote data entry andfilling of a prescription order;

FIG. 9 illustrates a workflow for routing pre-processed work to a secondpharmacy location for physical processing;

FIG. 10 illustrates a possible resource distribution of a pharmacynetwork;

FIG. 11 illustrates a possible workflow of an out of stock situation;

FIG. 12 illustrates a workflow for a compound prescription order;

FIG. 13 illustrates a possible specialty drug workflow;

FIG. 14 illustrates a possible payment workflow; and

FIG. 15 illustrates a possible order verification workflow.

DETAILED DESCRIPTION

Although the following text sets forth a detailed description ofnumerous different embodiments, it should be understood that the legalscope of the invention is defined by the words of the claims set forthat the end of this patent. The detailed description is to be construedas exemplary only and does not describe every possible embodiment sincedescribing every possible embodiment would be impractical, if notimpossible. Numerous alternative embodiments could be implemented, usingeither current technology or technology developed after the filing dateof this patent, which would still fall within the scope of the claims.

It should also be understood that, unless a term is expressly defined inthis patent using the sentence “As used herein, the term ‘______’ ishereby defined to mean . . . ” or a similar sentence, there is no intentto limit the meaning of that term, either expressly or by implication,beyond its plain or ordinary meaning, and such term should not beinterpreted to be limited in scope based on any statement made in anysection of this patent (other than the language of the claims). To theextent that any term recited in the claims at the end of this patent isreferred to in this patent in a manner consistent with a single meaning,that is done for sake of clarity only so as to not confuse the reader,and it is not intended that such claim term be limited, by implicationor otherwise, to that single meaning. Finally, unless a claim element isdefined by reciting the word “means” and a function without the recitalof any structure, it is not intended that the scope of any claim elementbe interpreted based on the application of 35 U.S.C. § 112, sixthparagraph.

FIG. 1 illustrates an embodiment of a data network 10 including a firstgroup of pharmacies 20 operatively coupled to a network computer 30 viaa network 32. The plurality of pharmacies 20 may be located, by way ofexample rather than limitation, in separate geographic locations fromeach other, in different areas of the same city, or in different states.The network 32 may be provided using a wide variety of techniques wellknown to those skilled in the art for the transfer of electronic data.For example, the network 32 may comprise dedicated access lines, plainordinary telephone lines, satellite links, combinations of these, etc.Additionally, the network 32 may include a plurality of networkcomputers or server computers (not shown), each of which may beoperatively interconnected in a known manner. Where the network 32comprises the Internet, data communication may take place over thenetwork 32 via an Internet communication protocol.

The network computer 30 may be a server computer of the type commonlyemployed in networking solutions. The network computer 30 may be used toaccumulate, analyze, and download pharmacy data. For example, thenetwork computer 30 may periodically receive data from each of thepharmacies 20 indicative of information pertaining to a prescriptionorder, billing information, employee data, etc. The pharmacies 20 mayinclude one or more facility servers 36 that may be utilized to storeinformation for a plurality of customers/employees/accounts/etc.associated with each facility.

Although the data network 10 is shown to include one network computer 30and three pharmacies 20, it should be understood that different numbersof computers and pharmacies may be utilized. For example, the network 32may include a plurality of network computers 30 and dozens of pharmacies20, all of which may be interconnected via the network 32. According tothe disclosed example, this configuration may provide severaladvantages, such as, for example, enabling near real time uploads anddownloads of information as well as periodic uploads and downloads ofinformation. This provides for a primary backup of all the informationgenerated in the process of updating and accumulating pharmacy data.

FIG. 2 is a schematic diagram of one possible embodiment of the networkcomputer 30 shown. in FIG. 1. The network computer 30 may have acontroller 50 that is operatively connected to a database 52 via a link56. It should be noted that, while not shown, additional databases maybe linked to the controller 50 in a known manner.

The controller 50 may include a program memory 60, a microcontroller ora microprocessor (MP) 62, a random-access memory (RAM) 64, and aninput/output (I/O) circuit 66, all of which may be interconnected via anaddress/data bus 70. It should be appreciated that although only onemicroprocessor 62 is shown, the controller 50 may include multiplemicroprocessors 62. Similarly, the memory of the controller 50 mayinclude multiple RAMs 64 and multiple program memories 60. Although theI/O circuit 66 is shown as a single block, it should be appreciated thatthe I/O circuit 66 may include a number of different types of I/Ocircuits. The RAM(s) 64 and programs memories 60 may be implemented assemiconductor memories, magnetically readable memories, and/or opticallyreadable memories, for example. The controller 50 may also beoperatively connected to the network 32 via a link 72.

FIG. 3 is a schematic diagram of one possible embodiment of severalcomponents located in one or more of the pharmacies 20 from FIG. 1.Although the following description addresses the design of thepharmacies 20, it should be understood that the design of one or more ofthe pharmacies 20 may be different than the design of other pharmacies20. Also, each pharmacy 20 may have various different structures andmethods of operation. It should also be understood that the embodimentshown in FIG. 3 illustrates some of the components and data connectionspresent in a pharmacy, however it does not illustrate all of the dataconnections present in a typical pharmacy. For exemplary purposes, onedesign of a pharmacy is described below, but it should be understoodthat numerous other designs may be utilized.

The pharmacies 20 may have a facility server 36, which includes acontroller 80, wherein the facility server 36 is operatively connectedto a plurality of client device terminals 82 via a network 84. Thenetwork 84 may be a wide area network (WAN), a local area network (LAN),or any other type of network readily known to those persons skilled inthe art. The client device terminals 82 may also be operativelyconnected to the network computer 30 from FIG. 1 via the network 32.

Similar to the controller 50 from FIG. 2, the controller 80 may includea program memory 86, a microcontroller or a microprocessor (MP) 88, arandom-access memory (RAM) 90, and an input/output (I/O) circuit 92, allof which may be interconnected via an address/data bus 94. As discussedwith reference to the controller 50, it should be appreciated thatalthough only one microprocessor 88 is shown, the controller 80 mayinclude multiple microprocessors 88. Similarly, the memory of thecontroller 80 may include multiple RAMs 90 and multiple programsmemories 86. Although the I/O circuit 92 is shown as a single block, theI/O circuit 92 may include a number of different types of I/O circuits.The RAM(s) 90 and programs memories 86 may also be implemented assemiconductor memories, magnetically readable memories, and/or opticallyreadable memories, for example.

The client device terminals 82 may include a display 96, a controller97, a keyboard 98 as well as a variety of other input/output devices(not shown) such as a scanner, printer, mouse, touch screen, track pad,track ball, isopoint, voice recognition system, etc. Each client deviceterminal 82 may be signed onto and occupied by a pharmacy employee toassist them in performing their duties. Pharmacy employees may sign ontoa client device terminal 82 using any generically available technique,such as entering a user name and password. If a pharmacy employee isrequired to sign onto a client device terminal 82, this information maybe passed via the link 84 to the facility server 36, so that thecontroller 80 will be able to identify which pharmacy employees aresigned onto the system and which client device terminals 82 theemployees are signed onto. This may be useful in monitoring the pharmacyemployees' productivity.

Typically, facility servers 36 store a plurality of files, programs, andother data for use by the client device terminals 82 and the networkcomputer 30. One facility server 36 may handle requests for data from alarge number of client device terminals 82. Accordingly, each facilityserver 36 may typically comprise a high end computer with a largestorage capacity, one or more fast microprocessors, and one or more highspeed network connections. Conversely, relative to a typical facilityserver 36, each client device terminal 82 may typically include lessstorage capacity, a single microprocessor, and a single networkconnection.

FIG. 4 illustrates a workflow for a traditional pharmacy store 400. Eventhough this pharmacy store may be part of a large network of affiliatedstores, the pharmacy store processes each locally received prescriptionwork order in-house independent of any other store. A customer 401 dropsoff a prescription order 402 to a pharmacist, technician or clerk 403,who begins processing the prescription by entering information into acomputer 404. Order entry may be the most time consuming portion of theprocess as each paper prescription is manually entered into the systemby a pharmacy employee 403 who reads the prescription 402 andcontemporaneously performs all the information processing steps (e.g.,authentication, validation, inventory check, etc.) and physicallyprepares 405 and delivers the drug product 406.

In a pharmacy company comprising a network of affiliated stores, eachpharmacy may be outfitted with identical equipment and inventory forprocessing a majority of standard drug orders. However, there arenon-standard, or non-traditional drugs that require additionalequipment, special materials, and sometimes additional technicalexpertise to process. Outfitting each store with similar equipment andinventory to account for specialty drugs could be prohibitivelyexpensive. Providing expert personnel at each store location in anetwork may also be difficult, if not impossible. Also, more often thannot, the demand for specialty drugs and even a portion of thetraditional drugs, is not substantial enough to justify an additionalexpenditure in equipment, inventory, and human resources for each store.

If each store in a network of affiliated stores were identical (e.g.,having the same equipment, personnel, and workload), existinginformation processing systems may be adequate to process the workorders because existing information systems are generally designed tocapture and store the manually entered prescription orders foraccounting and reporting purposes. Moreover, there would be little thatcould be done to improve system wide efficiency as each store isidentical and processing would not need to be divided based ondifferences in store capacity. However, as mentioned above, equippingevery single retail store or facility with the same resources forhandling every drug prescription is prohibitively expensive. A moreefficient strategy may be to break the prescription order processingworkflow into portions that are more efficiently managed by differentorganizational units. Thus, a distributed processing scheme in whichdifferent organizational units, e.g., different retail stores, processdifferent portions of a single work order may increase systemefficiency.

As illustrated in FIGS. 5, processing of a pharmacy prescription drugorder 500 may be separated into information processing of the order 501and physical processing of the order 502. This is further illustrated inFIG. 6, where information processing 601-605 may be separated fromphysical preparation, which may include printing a label 606 based oninstructions from a queue of entered work orders 605, and having apharmacist 607 mix compounds 608 or retrieve a drug to fill aprescription drug order 609.

Information processing may include entering the original prescriptionorder data into a system as well as all the steps that need to beperformed to the order data before physically preparing the drugproduct. Because information processing of the order need not beperformed at a particular location, the information processing portionof the order fulfillment process may be distributed to otherorganizational units for execution. This redistribution of work may beespecially useful in a corporate owned or franchise retail store networkwhere a corporate entity may have the power to enforce a retail store toprocess work from other affiliated stores and/or provide incentives forperforming the work.

To enable geographic separation of workflow in which different entitiesand geographically separated personnel work on portions of a singleprescription order, the pharmacy information system and method divideswork into discrete units that can be distributed. The difficulty individing work in retail businesses that transact in paper work orders isthat these work orders sometimes carry inextricable evidentiaryrelationships to a set of order processing steps. In a pharmacybusiness, for example, processing of a physical prescription may requireconstant reference to the original prescription document forverification and analysis, where the prescription document representsoriginal order data and authorization to distribute a drug. In otherwords, order entry, which forms a significant portion of the informationprocessing, may be broken into discrete steps, but because each steprequires reference to original order data, order entry has not beeneasily separated in prior systems that generally require order entry andinformation processing to be entirely performed in one step and at onelocation.

FIG. 7 illustrates a distribution system and method that may divide theinformation processing workload for a prescription order process. Asdiscussed above, in order to divide the overall prescription informationprocess into distributable portions, an ability to reference theoriginal order data is provided. FIG. 7 illustrates that a physicalpaper work order, such as a prescription drug order 701, may be scannedinto a network computer 703 at a particular retail store 700, therebyforming an electronic image object 704 of the drug order 701. This imageobject represents original order data that may be required forperforming other steps of the work order process. In this embodiment ofthe claims an original order data (OOD) object may be formed using animage object. In other embodiments, additional documents such ascertificate of medical necessity (CMN) forms, insurance cards, andlaboratory results may also be scanned and captured by the OOD object.

FIG. 5 illustrates that information processing of the order can bedecomposed into original order data 503, such as an image of theprescription order, and processing task data 504. The task data may bedivided into portions of work performed to the original order data 503to complete information processing 502. Thus, a task object may beassociated with a set of discrete tasks, e.g., tasks 505-512. Thesetasks may be encapsulated into a single program entity called a taskobject 705 (See FIG. 7). The task object is used to carry and save thework performed on the prescription order, as represented by the OODobject, for each step of the order process. The task object may bepassed from one organizational unit queue 706 to another 710-730 basedon criteria such as a customer preference, product type, generalpharmacy workflow, etc. By capturing the OOD into an object, the objectmay be used to provide information to process a task at each step of aworkflow, without having to ground the entire process in one location.In this manner, workflow may be divided and distributed in a number ofways with little or no alteration of the information system. Theinformation system may adapt to changing workflows and multipleworkflows simply by routing the task object and/or OOD object to anyqueue within a network system, where the queue may represent aprocessing step.

In one embodiment, the OOD object may be stored in a central networkserver. A network computer (e.g., a client computer) may communicatewith the central network server and may access an OOD object using areference, which may be stored in the task object. The task object maybe communicated between network computers to form a divided workflow,where each computer that receives the task object performs a portion ofprescription order work that is captured by the task object.Alternatively, the task object may reside in a central network serverand a reference to the task object may instead be communicated to acomputer to indicate that that computer is tasked to perform a portionof work. (A reference to the OOD object may accompany the reference tothe task object.) For example, an e-mail message from computer A tocomputer B may indicate that computer B is tasked to perform a portionof work on a prescription order, where the email contains a reference tothe task object that will capture the work to be performed by computerB. In this case, computer B's email queue may act as a task queue.

In another embodiment, an image object is stored in a central repositorymanaged by a pharmacy network server and a reference to the image objector a copy of the image object is routed to a network client computer toindicate that the computer is tasked to perform a portion of work usingthe image reference or image object copy. In this embodiment, the taskobject may be passed along with the image object reference or imageobject copy. Alternatively, the task object may be stored with the imageobject in the central repository and only a reference to the task objectis routed with the image object reference or image object copy. Forclient computers that use a dial-up connection to a pharmacy network,instead of routing a task object, information entered using a copy ofthe image object may be uploaded to the server computer that stores atask object which is modified by the uploaded data. In one embodiment,uploading may be done by having a pharmacist call a touch-tone serviceto insert data into a network database.

Referring to FIG. 5, task data 504 may involve work related to inputtingprescription data 505, authenticating a prescription 506, validatingcustomer information 507, validating third-party provider information508, collecting payment information 509, investigating insurance 510,determining out-of-stock status of materials 511, and enteringaccounting information into an accounting database 512. As the work isperformed, the task object may store the processed information. The taskobject may consist of a table in a database which stores the processinformation. Alternatively, the task object may be a set of memoryobjects in a temporary computer memory that hold the work informationtemporarily until the task information is no longer needed, in whichcase the object is deleted, or until the task information is stored in apermanent medium.

A prescription order workflow may be based on a number of factors. Onesuch factor is customer preference. In certain situations, it may beuseful to provide a customer the ability to drop off a prescription at afirst location and pick up the filled prescription at a second location.FIG. 8 illustrates a possible routing process embodiment for thissituation. A customer drops off a paper prescription at a location A801. A pharmacy employee at location A registers the customer 802 byinputting new, or retrieving existing, account information, such ascustomer name, customer address, etc. The prescription is then scannedinto the system and the system creates an OOD object 803. In thisembodiment, the OOD object contains an image of the prescription. Next,the system creates a task object and associates the task object with theimage object 804. The task object may contain the registrationinformation. It should be noted that in a further embodiment, theregistration information may form an account data object and the accountdata object may be associated with the OOD object as well as the imageobject. The customer's preference for an alternative pickup location ischecked 805, 806 and the task object is routed to a pharmacy at locationB 810. The task object may be sent with the OOD object with a referenceto the OOD. Location B receives the task object in its work queue 810and begins information processing the prescription order by referencingthe OOD object 811. After the information processing is performed,physical preparation of the drug may be performed 812 and a finalproduct may be delivered to the customer at location B 813.Alternatively, some pharmacy companies offer the option to mail a drugto a customer. In this case, a customer's preference for mailing may bedetermined 807, and the task object and OOD object or reference may besent to a mail processing facility (MPF) 814. The MPF 814 performssimilar processing to the alternate location processing described above,e.g., information processing 815, and physical preparation 816, exceptthe delivery is performed by mailing the final product 817 to thecustomer.

Another factor in determining workflow is pharmacy resource workload. Afirst pharmacy store may be less busy than a second pharmacy store, andthus the first pharmacy store may be underutilized while the secondpharmacy store may be over utilized. In this situation, redistributingworkload from the second pharmacy store to the first pharmacy store mayimprove overall network efficiency. This is illustrated in FIG. 9. Afterthe customer drops off the prescription 901, pharmacy A registers thecustomer 902, the prescription is scanned to form an OOD object 903, atask object is created and associated with the OOD object 904, andinformation processing is completed at store A 905. Based on acustomer's pickup preference 906, 907 the task object, which stores allthe work performed on the OOD object, is simply sent to location B 909where a label, or instruction set, may be printed for directing thephysical preparation of the drug 910 and delivery to the customer 911.Alternatively, the completed task object could be sent to a mail orderfacility 908, 912 in which physical preparation may be performed 913 andthe final product mailed to a customer 914. In an alternativeembodiment, regardless of customer preference, a task object may berouted based on the capacity of the originating store and a second storeand/or based on a level of completion of the task object (e.g., ifprocessing of a task object is close to completion, the task object maybe routed to a pharmacy resource to finish processing even if thatresource is otherwise too busy to process less complete orders).

In an alternative embodiment, a prescription may be dropped off at storeA, which simply scans the prescription order to form an OOD object andtask object and routes the objects, or object references, to store B(similar to the workflow of FIG. 8), which has capacity to informationprocess the order. After information processing the order, the taskobject may be routed back to store A for label/instruction printing,physical preparation of the drug, and delivery to the customer. Thisworkflow may be applicable when store A has the equipment to physicallyprepare a prescription and store B does not. Alternatively, thisworkflow may be used when store A is too busy to perform the informationprocessing portion of the order at the time the prescription is droppedoff.

FIG. 10 illustrates a resource distribution embodiment in which businessfunctions are separated into specialized resource units. In thisdistribution schema, a retail store A 1001 may be connected to a networkhaving neighbor stores 1002. The network may also have specializedfacilities such as a specialized processing center (“SPC”) 1003 whichmay be a separate facility that houses a set of experts who process aportion of the work for a prescription order. This set of experts may beused to provide the service needed for aggregated types of work orders.For example, as discussed above, certain work orders may require specialtreatment. These work orders may be aggregated and routed to an SPCwhich handles all such work orders, thereby consolidating resources toimprove efficiency. Additionally, there may be facilities that containequipment for specific, less common medications such as pet medicine orcompound drugs. These resources may also be housed in separatefacilities, e.g., a pet center 1004 or a compound drug center 1005.Consolidation of certain common functions such as fulfillment andmailing may also increase the speed at which prescriptions areprocessed. Thus, a mail fulfillment facility (“MFC”) 1006 having bothequipment and personnel focused solely on fulfillment and mailing mayalso increase network efficiency.

Because information processing may be divided and routed using theclaimed method and system, a pharmacy network may dynamically assignprocess functionality to different facilities. For example, FIG. 10illustrates a separate facility for pet, specialty, and compound drugswhich may have the service expertise and/or equipment to process thespecific drug prescriptions they are designated for. However, thesefacilities may not necessarily be limited by the availability ofresources to have cross-functionality, e.g., an SPC store may have thecapability to double as a retail store. Thus, the functionality of aparticular facility may be dynamically assigned based on such things asnetwork demand and efficiency. For example, while the equipment toprocess compound drugs is not provided at each facility, a subset ofretail stores may hold these equipment resources and be capable ofprocessing compound drugs. Thus, when demand for compound drugs is nothigh, only a few of the facilities having compound making equipment maybe designated as compound centers and process compound prescriptionorders (meanwhile the facilities may continue to operate as retailstores, or other specialty facilities). When demand increases, morestores having the compound equipment may be made available anddesignated as compound facilities to process the extra demand, evenwhile the same facility continues to function in other roles.

Dynamic assignment of functionality may also apply to service expertise.For example, while the embodiment of FIG. 10 discloses a singlespecialty processing center for housing specialty drug experts, drugexperts may be located at other facilities, including retail stores andother specialty stores. The pharmacy network system may include a tableor data object containing the location and distribution information ofservice personnel and resources. Whenever additional resources areneeded to handle increased demand or other workload events, thedistribution table may be accessed to determine which additionalresources may be activated.

In another embodiment, service personnel may not necessarily need to belocated at a particular facility or retail store in order to performwork processing. For example, a pharmacy company may implement homelocation workers. In this case, home location workers may be assignedlogin parameters that authorize the workers to participate in a portionof the information processing. The login parameters may determinewhether a worker may process, for example, a portion of a specialty drugorder. The login parameters may be assigned only to workers having alevel of expertise to process the portion of the workflow they areauthorized for. It should be noted that even at an SPC, workers may berequired to login with authorization (e.g., credentials indicating athreshold pharmacy expertise level) to process specialty drugs.Alternatively, a facility may be designated with a certain expertiselevel (e.g., the SPC) such that any user on a network computer at thefacility is authorized (using another means) to process the specialtyprescriptions. Moreover, specialty prescription orders may be routed topharmacy resources based on a pharmacy expertise level of the pharmacyresource.

As discussed above, a customer's preference may be a determining factorfor routing an order to an alternative location for pick-up. Othersituations may arise, however, which may also determine routing of thework order and/or limit customer pick-up options. For example, anout-of-stock situation may occur in which an alternative location mayneed to be designated from a list of stores having the materials.

During information processing of a prescription, a computer associatedwith a prescription drop-off store may determine an inventory capacityof a selected pharmacy resource to process the prescription order. Forexample, the computer may check its own inventory database to determineif its pharmacy has the material to fill the order. Alternatively, acustomer may initially select an alternate pharmacy store for orderpickup. If the selected resource or location has insufficient inventorycapacity, the customer may pick up the prescription at another alternatestore or may wait until inventory is available at the originallyselected resource. The customer may also choose to have the prescriptionmailed to a designated location from a mail center. In this case, thecomputer may determine the inventory capacity of the selected alternatestore. If there is sufficient inventory capacity, then the prescriptionmay be routed to the selected pharmacy resource location. However, aselected prescription pickup resource, including the prescriptiondrop-off store, may have insufficient inventory capacity to fill theprescription order. This may occur in prescriptions for traditionaldrugs, pet medication, and specialty drugs. An insufficient inventorycapacity may indicate that the materials necessary to prepare theprescription is insufficient or unavailable, e.g., out of stock. When afirst choice location is determined to have insufficient inventorycapacity, the system may perform an inventory check of other pharmacyresource locations and determine a set of alternate stores or mailcenters having sufficient inventory capacity to fill the order. This maybe performed, for example, by using a database table or data object, orcommunicating with another computer associated with a pharmacy resource.In one embodiment, the list of alternate stores are stores in closeproximity to the originating store. These alternate stores may be calledneighbor stores 1002, as illustrated in FIG. 10. In another embodiment,the list of alternate stores are stores with a lower workload. Inanother embodiment, the list of alternate stores are stores in closeproximity to the originating store with a lower workload.

FIG. 11 illustrates a possible workflow for an out of stock drugsituation. A customer drops off a prescription at the originating store1101 and is registered by a pharmacy employee 1102. The originatingstore scans the prescription into a system and creates an OOD object1103, and associates a task object 1104 with the OOD object. If thesystem determines the drug is out of stock at the originating store1105, the customer may decide to pick up the prescription at theoriginating store 1106 when inventory becomes available 1110, or maydecide to pick up the prescription at an alternate store 1108 or have itmailed to them 1109. If the prescription is to be picked up at analternate store 1108, an out of stock validation is performed for thealternate store 1111. If the drug is in stock at the alternate store,the task object is routed to the alternate store 1112, the prescriptionis filled 1113, and the customer may pick up the prescription at thealternate store 1114. If the prescription is to be mailed to thecustomer 1109, an out of stock validation is performed for the mailcenter 1115. If the drug is in stock at the mail center, the task objectis routed there 1116, the prescription is filled 1117, and theprescription will be mailed to the customer 1118.

In an alternate embodiment, a first network computer associated with thelocation in which a prescription order is dropped-off may determine afirst set of alternate pharmacy locations having inventory capacity tofill the prescription. The first network computer may also determine asubset of the first set of pharmacy locations which match additionalcriteria, such as proximity to the first location and workload. In oneembodiment, the first network computer may only show the subset ofpharmacy locations with minimal workload, unless a parameter is set todisplay the entire first set.

Another alternative store routing situation occurs when the prescriptioninvolves compound drugs or pet medications. Compound drugs are drugsthat are comprised of more than one ingredient. While the informationprocessing may be performed either at the originating location or at aspecialty location, the physical preparation may have to be performed atthe specialty location, such as a designated compound center or petcenter having the necessary material and equipment to fill theprescription. Thus, a computer associated with a pharmacy resource mayidentify an equipment type associated with the prescription order inorder to determine what kind of material, equipment and/or equipmentconfiguration is necessary to process the order. The equipment type maybe determined from prescription data contained in the task object. Forexample, the equipment type may be determined to be a compound drugprescription order when the prescription order requires two or more baseingredients to fill. The equipment type may also be determined by adesignated parameter of the task object.

Specialized equipment necessary to fill a compound drug or petmedication prescription may not be in existence in every pharmacyfacility. However, there may be a set of pharmacy facilities whichcontain the equipment but are not active specialty centers.Alternatively, the set of pharmacy facilities may have the equipment,but the equipment may not be configured appropriately. Thus, a pharmacynetwork computer may determine a set of pharmacy locations havingequipment capacity based on the existence of equipment and whether thatequipment is available for use. The equipment capacity determinationwill depend on the equipment type associated with the prescriptionorder. The equipment capacity may involve accessing a pharmacy databasecontaining a table of pharmacy resources and associated equipment andequipment configuration for those resources. For example, a networkcomputer may access the table and find stores that have equipmentmatching the equipment type of a prescription order.

After determining that a pharmacy resource has the equipment capacity toprocess a particular drug, that pharmacy resource may be designated as acenter, e.g., a compound center or pet center, and the pharmacy workflowmay route the task object to the compound center or pet center forphysical preparation and/or information processing of the order. In oneembodiment, the customer may pick up the prescription at any location,including the originating store, an alternate store, the compoundcenter, or have it mailed from the compound center. In a mail processembodiment, the task object and/or image object associated with theprescription order may be placed in a mail queue for preparation of theprescription at a compound center and shipping via courier or mail to adesired pickup location. In another embodiment, the customer may onlyreceive the filled prescription at the compound center or have it mailedfrom the compound center.

FIG. 12 illustrates a possible workflow for a compound drug prescriptionprocess. A customer drops off a prescription at Location A 1201 and isregistered by a pharmacy employee 1202. Location A scans theprescription into a system and creates an OOD object 1203, associates atask object 1204 with the OOD object, and records the customer's pickuppreference 1205. The task object and associated OOD object are routed toa compound center 1206 for information processing 1207 and physicalpreparation 1208. After completion of physical preparation 1208, thecompound drug can be picked up by the customer from the compound center1209, 1210 or mailed from the compound center to the customer 1211,1212. The compound drug may also be picked up from the originating storeor an alternate store 1213, in which case the task object and compounddrug are routed to the desired pickup location 1214 for pickup by thecustomer 1215.

In an alternate embodiment, a first network computer associated with thelocation in which a prescription order for a compound drug or a petmedication is dropped-off may determine a first set of alternatepharmacy locations having the equipment capacity or drug product to fillthe prescription. The first network computer may also determine a subsetof the first set of pharmacy locations which match additional criteria,such as proximity to the first location and workload. In one embodiment,the first network computer may only show the subset of pharmacylocations with minimal workload, unless a parameter is set to displaythe entire first set.

Another factor in determining workflow is specialized workers.Specialized workers may be needed for certain types of prescriptionsthat require additional expertise to fill. A specialized processingcenter (“SPC”) (as illustrated in FIG. 10) may be used to process asubset of prescriptions that require expert servicing. In this case, apharmacy workflow may entail routing the task object to an SPC in whichexperts may perform the specialized work. Thus, theinformation-processing may not be completed at any one location ororganization unit, but is divided among at least two organizationalunits which may be geographically separated. In one embodiment, the SPCis tasked to provide only expert servicing, where fulfillment isperformed at a separate fulfillment resource. In another embodiment, theSPC may be partially integrated with the fulfillment function forspecific drugs that require additional verification or specificadministration, e.g., some drugs may require expert review prior todispense via mail or a retail store.

Specialty drugs may be highly expensive designer drugs that requireenhanced customer service. For example, for high priced designer drugs,payment processing may be complicated. Some third party insurance plansmay not cover these drugs, or alternatively, they may require additionalsteps to process (other than those steps required to process traditionaldrugs). For example, additional verification may be needed, verificationthat a normal retail store pharmacist may not be trained to handle orcapable of handling. This may be required for drugs at risk forfraudulent procurement. Alternatively, depending on the policy of thecustomer's insurance company, some designer drugs may requirenon-traditional pharmacy billing procedures before these drugs can bedispensed.

Specialty drugs may also include rare disease drugs that requireadditional expertise and a risk management process (e.g., for dispensingand/or distribution) that general retail store pharmacists may not betrained to provide. Specialty drugs may include drugs that needadditional resources to administer (e.g., syringes and/or othersupplies). A specialist may need to evaluate clinical data, to collectadditional clinical data (which may involve further communication with acustomer or prescriber), to make adjustments to a prescription, or toperform supplemental research in order to fill the order.

A computer associated with a pharmacy resource may identify a specialtydrug type associated with the prescription order in order to determinewhat kind of expertise or additional processing is necessary to processthe order and whether the prescription order needs to be routed to anSPC. The specialty drug type may be determined from prescription datacontained in the task object. For example, the specialty drug type maybe determined to be a specialty drug prescription order when theprescription order requires clinical data, additional supplies, expertreview of prescription data, and/or an insurance investigation. Thespecialty drug type may also be determined by a designated parameter ofthe task object.

FIG. 13 illustrates a possible workflow for a specialty prescriptionprocess. Location A receives a prescription and registers the patient1301, and scans the prescription into a system 1302. An OOD object 1302and task object 1303 are created and associated with one another.Location A then begins information processing the order 1304. If thedrug is a specialty drug 1305, the system then determines if the drug isa competitor limited distribution drug 1306 or an inter-pharmacy limiteddistribution drug. If the drug is a competitor limited distributiondrug, then the system may display a list of non-affiliated distributors1308 for the drug. If the drug is not a competitor limited distributiondrug, then it may be an inter-pharmacy limited distribution drug thatrequires clinical values 1309. Location A then begins entering clinicaldata based on the OOD object 1312. An image may be selected forassociation with the clinical values data for a specialty drugprescription. This image may be for example, a portion of the OOD objectthat contains information for the clinical data. The task object andassociated OOD object or OOD object reference is then routed to aspecialty processing center (SPC) 1313 where a set of experts mayevaluate the clinical data 1314. Other specialty drug processes mayrequire immediate sending to an SPC 1316. Once the specialty processingis performed, the task object may be routed to a fulfillment center1315. The fulfillment center may be the originating store, an alternatestore, a specialized fulfillment center, or a mail processing facility,depending on the type of drug and a customer preference.

A software embodiment may use a clinical value screen for displaying andcapturing clinical values using an image of prescription or clinicaldata. Clinical values may be divided into hard and soft edits. Softedits may be annotations associated with the image for the clinicaldata. The soft edits may be values that are not immediately critical tothe drug's administration and may not be checked for missing or out ofrange values, but may be read and checked by a specialist at a laterstage.

The clinical values crucial for filling a specialty drug are marked ashard edits. The hard edits may undergo an initial verification processto check whether the values are missing or out of range based on givendefaults and/or based on the specific specialty drug. For out of rangevalues, the clinical value may be flagged for additional checking by aspecialist. Once the initial clinical values are recorded, the script issent to a specialized processing center (SPC) where an expert pharmacistfamiliar with the drug can evaluate and review the clinical data 1314and assess the propriety of the prescription and/or further steps totake in processing the prescription. At block 1314, an SPC expert maycall the customer for further information in order to verify theclinical data or to ensure that the drug is appropriate for thecustomer. Additionally, the specialty drug may require that the expertpharmacist coach the customer on how to administer the drug. This may bethe case, for example, when a supply kit is necessary, or when the drugrequires a syringe or other resource (e.g., a nurse, physician, or otherthird party) to administer.

Block 1316 checks to determine if there is other processing stepsnecessary to fill a specialty drug prescription other than checkingclinical values. Thus, the SPC at blocks 1313-1315 may performadditional processing other than clinical value processing. For example,the SPC may perform an additional insurance investigation to determineif a third party plan covers a prescription for highly expensivedesigner drugs. Alternatively, the SPC may be responsible for enforcinga background check of a patient/customer for certain drugs that have ahigh risk of fraudulent procurement.

In one embodiment of specialty drug processing, a credit or paymentinvestigation may require that a portion of the information stored inthe task object be sent to a third party for verification. This mayoccur, for example, by having a pharmacy network computer extract therelevant data portion of the task data and communicate this data to athird party server. This data portion may be associated with paymentinformation. The third party server may be associated with an insurancecompany or a creditor. The pharmacy network computer may send the dataportion and request a payment and/or a payment verification.

FIG. 14 illustrates a payment system embodiment. A customer dropping offa prescription at a first location A may select a payment method 1401 aspart of an initial prescription order placement. Prepayment options mayinclude a third party insurance plan, cash, a check or a checkequivalent, or a credit/debit card. Alternatively, in some instances,the customer may decide to make a payment where the prescription isfulfilled. A check to determine if the prescription involves a specialtydrug is made at block 1402. If so, then block 1405 determines iftraditional insurance may be available for the drug. If traditionalinsurance may be available, an indicator may caution that insurance maybe available based on general insurance parameters but that additionalinformation must be collected and verified 1408. The informationcollected is then sent to an SPC for processing 1409. In some cases,traditional prescription insurance may not cover specialty drug productsor a customer may simply be uninsured. The retail pharmacy may offer anoption to investigate alternative financial options such asnon-traditional prescription insurance 1406. In instances wherenon-traditional insurance may be an option, an embodiment may simplycollect customer contact information and pass the order to an SPC tofinish processing, e.g., by performing an insurance investigation orother third party payor investigation 1407. For traditionalprescriptions that will be delivered to a customer at a retail location1403, a third party plan is validated 1410 based on data associated withanother retail store's plans. If the third party plan is validated 1411,the prescription continues its regular processing 1413. If validationfails, then alternative retail location options may be processed 1412.If validation is successful, prescription processing continues 1413. Ifthe prescription is to be mailed 1404, the same process applies, exceptthat the third party validation may occur against a mail facilitiesthird party plan 1414.

In a routed prescription process, a customer delivers a prescriptionorder at a location A and then accepts delivery at a second location B.A confirmation document is preferably printed using a computer atlocation A and handed to the customer after the receipt and initialprocessing of the prescription order at location A. The orderconfirmation document may be printed at Location A with Location Binformation. The confirmation document may provide proof of payment ifprepayment was made at Location A. Otherwise, the confirmation documentmay simply identify the prescription order using, for example, aprescription identifier. The prescription identifier may be a bar codeprinted on the prescription order such that a pharmacist at a pickuplocation may simply scan the confirmation document (e.g., using acomputer at location B) to retrieve prescription status information,e.g., retrieve the task object and/or image object.

In one embodiment, customers may take their order confirmation documentto any non-fulfillment store to pre-pay their prescriptions. The orderconfirmation document may include identifying reference information,such as a prescription identifier, that may be used at a particularpharmacy resource to access a task object and/or image object for aprescription associated with the document, where the task object maycontain payment information. The prescription identifier may correspondto an identifier parameter contained in the task object. This identifierparameter may be used for authentication purposes. Alternatively, thetask object may be associated with an customer object that contains thisinformation. Scanning the bar code may initiate a request by a computerat a pharmacy location to have the account object routed to thatlocation. The account object may be in a first queue associated with anetwork computer of a first pharmacy (e.g., a prescription drop-offlocation or a preferred pick-up location) and routed to a queue of asecond computer at a different pharmacy for payment or prepayment (e.g.,before a prescription is ready for pickup). A pharmacy employee may scanthe bar code on the order confirmation document to determine if thecustomer has paid any amount for the prescription and deduct that fromthe total sale price of the prescription order. The customer may thenpay in full or partially pay the remaining balance. The task object orassociated customer object may be updated accordingly with the paymentstatus. This may involve adjusting a customer debit account associatedwith the task object for the prescription.

Customers may take their order confirmation document to a fulfillmentlocation to inquire on the status of their prescription. The pharmacyemployee at the fulfillment store may scan the barcode on the orderconfirmation document to retrieve the information. The system may returnthe status of the prescription, including the payment status. Should thestatus of the prescription be paid in full (which may be indicated bydisplaying a dispensing permission indicator at a network computer),then the prescription may be delivered to the customer. If there is abalance, the customer will be required to pay the balance first, beforethe prescription is dispensed. If there is an overpayment (e.g., for anadjustment from a third party plan payment), the customer may berefunded the overpayment at delivery time. The order confirmationdocuments may not only serve as proof of payment, the document may alsobe used to authenticate the customer for specialty drugs.

In the case of a refund, the bar code of an order confirmation documentwill be scanned by a pharmacy employee. If prescription has a SOLDstatus, a refund without prescription is blocked. In this case, aprescription label may be needed in addition to the confirmationdocument for a refund, in order to ensure that a physical prescriptionis returned to a facility. Refunds for a prescription routed to anotherstore before SOLD status may occur at any time. Refunds for aprescription routed to MAIL may only be done through a special mailreturn process. This special mail return process may involve returningthe drug to an MFC or using a return envelope or box. Refunds for ascript routed to another store after SOLD status may only occur at afulfillment store that is designated to accept returns. Retail storesmay all be designated as return capable or only a subset of retailstores may be designated as return capable based on efficiency andcustomer policy.

In one embodiment, the customer may be limited to prepaying only thefull amount of the prescription, where partial prepayment is notallowed. In another embodiment, prepayment may only occur at anon-fulfilling location. Shipping charges may be recorded separatelyfrom the prescription price and tax. This may allow the shipping pricesto be handled separately for a later negotiated refund. Priceinformation may include prescription price, tax, and shipping charges.Taxes may be based on local tax of the fulfillment store. Pre-paymentmay be made at any organizational unit in the network in which the taskobject may be routed for processing, thus enabling customers the optionto pay for their prescriptions at any location. In another embodiment,Internet payment may be also be an option. In this embodiment, anInternet application may be designed to interface with an account systemfor a pharmacy company. Alternatively, a customer may have created anexpress pay account, where a customer has registered an account in whichfunds may be automatically deducted whenever a prescription has beenentered. In this case, prepayment is automatic.

While quality of product is important in most businesses, quality ofproduct is especially important in the pharmacy business where drugsafety is critical. Because accuracy of prescription data is critical inproducing a safe drug, in addition to entering data based on originalprescription data, information processing requires verification ofentered data. FIG. 15 illustrates a possible verification process. Animage may be scanned in at a first pharmacy resource A and captured byan OOD object 1501, which is then associated with a task object 1502.The prescription order objects (e.g., OOD/image object and task object)may be sent to a second pharmacy resource 1503 for a portion of orderprocessing 1504 before being sent to a third pharmacy resource C 1505for verification processing 1506. Verification may be performed byspecialized pharmacists that primarily focus on verification processing.Verification may entail examining a prescription image and reviewingentered data to ensure that the information in image form corresponds todata stored in an associated task object. If the data matches 1507, thenthe prescription order objects may be routed to a pharmacy resource forfulfillment 1508. If the data does not correspond, then the pharmacyresource may determine the type of error and raise an exception 1509.Pharmacy resource C may then route the prescription order to anotherpharmacy resource based on the error type. For example, if a scanningerror occured 1510, the prescription order objects may be routed back tothe originating pharmacy resource A. If a general data entry exceptionoccurs 1511, the prescription order objects may be routed back to apharmacy resource (e.g., pharmacy resource B) for correction. Othererror types may also be processed 1512.

A data exception parameter may be used to indicate whether aninconsistency is detected during the verification process and the natureof the inconsistency. Various errors may cause an inconsistency betweenoriginal order data captured in the image object and the data containedin a task object. A scanning error is one type of error. A scanningerror may indicate that a scanned image in the image object may havepoor quality and is unreadable. An entry error is another type of error.An entry error may be caused by a pharmacist entering information at anystage of the process. When a data entry error is detected, the source ofthe error may be determined, for example, by using a log of usersinvolved in each step of the work process. Data entry errors maythemselves be tallied and recorded as well. The routing of theprescription order objects may be based on the exception parameter. Forexample, when the exception parameter indicates a scanning error inwhich the image object is unreadable, the image object and/or taskobject may be routed back to a location or a pharmacy resource thatfirst originated the order or that first scanned the image. In anotherexample, when the data entry error indicates a data entry error for aportion of work, the prescription order objects may be routed back to apharmacy resource that performed the portion of work and/or that isresponsible for the portion of work.

In one verification embodiment, a log of data entry errors by a pharmacyresource may be used to calculate an accuracy measure for that pharmacyresource. The pharmacy resource accuracy measure may be used todetermine a pharmacy resource efficiency. Routing may be further basedon the accuracy and/or efficiency of the pharmacy resource. For example,high risk drugs that may require less tolerance for error may be routedto higher accuracy pharmacy resources.

In another verification embodiment, certain automated checking ofentered data may occur during a stage of the information processing. Forexample, automatic spell checking may be used. In this case, a dataexception may cause an alarm to be generated at a network computer toindicate a potential error. In yet another embodiment, text recognitionsoftware may be used to enter portions of the prescription. In thiscase, an image of a prescription order may be scanned in and inputted tothe text recognition software. The software may output a text file ofentered data corresponding to the scanned prescription image. Theverification process may then begin on the outputted electronic text.The electronic text may be placed in a task object before theverification process or the electronic text may be verified first beforecreating a task object to capture the verified text.

To further ensure integrity of information processing, a documentmanagement system may be applied to the routing and work processing. Theimage object may have a lock parameter which is used to selectivelyallow access to the image and/or selectively prevent routing of theimage when the parameter is set to lock. The image object may beprevented from being routed, referenced, copied, or otherwise accessedby a second network computer when a first network computer is alreadyperforming a portion of work using the image object. In an embodimentwhere the task object is routed, the task object may also contain a lockparameter that is used to prevent access to the task object in a similarmanner to the image object. The-lock parameter may also be used toprevent access to the task object or image object based on the identityof a user. This may be the case when a pharmacist does not have therequisite access level to process a portion of work for the prescriptionorder.

As discussed above, the claimed system divides a work process intodiscrete units that can be distributed to different entities.Distributing workload may increase the efficiency of a network byrouting work from overutilized stores to underutilized stores.Efficiency may also be increased by aggregating low volume specializeddrug processing into one center and routing work to this center.Specialty centers may contain specialized equipment, expert workers, orboth. Facilities may be designated as specialized centers based oncertain network events such as demand spikes. Facilities may alsoperform multiple functions.

1. A method of managing prescription orders within a network of pharmacyresources connected by an information processing system, the methodcomprising: creating an original order data (OOD) object containing aset of information received from a customer during placement of aprescription order; creating a task object that is associated with theOOD object, wherein the task object stores work associated with the OODobject; routing at least one of the OOD object and task object from afirst queue associated with a first network computer to a second queueassociated with a second network computer based on a criteria recordedby the first network computer, and wherein the first and second networkcomputers are associated with a first pharmacy resource and a secondpharmacy resource, respectively; and performing a portion of workrequired to fill the prescription order by one of the first and secondpharmacy resource that receives the task object in its queue.
 2. Themethod of claim 1, wherein a pharmacy resource includes human resourcesand equipment resources.
 3. The method of claim 2, wherein the first andsecond pharmacy resource are in different locations.
 4. The method ofclaim 3, further comprising processing a portion of work required tofill the prescription prior to routing the task object.
 5. The method ofclaim 1, further comprising delivering a filled prescription to acustomer located at the second network computer based on theauthentication of a confirmation document printed at the first networkcomputer.
 6. The method of claim 1, wherein performing a portion of workrequired to fill the prescription comprises at least one of inputtingprescription data, authenticating a prescription, validating customerinformation, validating third-party provider information, collectingpayment information, referencing drug information, determiningout-of-stock status of materials, and entering accounting informationinto a database.
 7. The method of claim 1, further comprising collectingmail order information and routing the at least one OOD object and taskobject to a mail service center queue and mailing a filled prescriptionfrom the mail service center.
 8. The method of claim 1, wherein thesecond network computer performs a portion of work required to fill theprescription and then routes the task object to a third network computerassociated with a third pharmacy resource.
 9. The method of claim 8,wherein the third network computer is one of a mail fulfillment centerand a specialized processing center.
 10. The method of claim 8, whereinthe third network computer is the first network computer.
 11. The methodof claim 8, wherein the OOD object and task object are routed together.12. The method of claim 8, wherein the task object and a reference tothe OOD object are routed together.
 13. A pharmacy workflow systemimplemented by a computer system, the computer system comprising: animage object associated with a prescription order; a task objectassociated with the prescription order; a first workflow manager,wherein the workflow manager routes at least one of the image object andthe task object to a first queue based on a routing criteria recorded bythe first workflow manager.
 14. The system of claim 13, wherein theimage object and task object are associated with a customer object, andwherein the customer object comprises an identifier.
 15. The system ofclaim 13, wherein the first workflow manager is associated with a firstpharmacy resource at a first location and the first queue is associatedwith a second pharmacy resource located at a second location.
 16. Thesystem of claim 13, further comprising a second queue, and wherein thefirst workflow manager is associated with a first pharmacy resource at afirst location, the first queue is associated with a second pharmacyresource at a second location, and the second queue is associated with athird pharmacy resource located at a third location, and wherein routingat least one of the image object and the task object further comprisesrouting from the first queue to the second queue.
 17. The system ofclaim 15, wherein the image object is associated with the task object,and further wherein the workflow object routes the image object and thetask object based on a progress level of the task object.
 18. The systemof claim 15, wherein the image object comprises a scanned image of atleast one of a prescription form, a medical third party card, or otherpatient documents.
 19. The system of claim 15, wherein the criteriacomprises a customer pharmacy location selection.
 20. Acomputer-readable medium having computer-executable instructions forproviding a prescription order workflow, comprising: a first programthat receives original order data and creates an original order dataobject; a second program that creates a task object and associates thetask object with the original order data object; a third program thatroutes the task object and one of the original order data object and areference to the original order data object to a queue associated withone of a first network computer and a second network computer based on acustomer preference recorded at the first network computer; and a fourthprogram that stores processed information in the task object as theprescription order is processed by a computer of the queue.